Full-Time Branch Services Team Lead - Fort Collins, CO
Company Name:
Grainger
Position Description
Under the general direction of the CSM, the Team Lead supervises the daily operations of the service center to ensure that tactical plans are implemented to maximize sales and provide the highest levels of customer service. Models the Grainger Service Promise. Will assist in driving company initiatives and results. Creates and promotes an environment where employees are empowered, engaged and committed to the success of the company. Acts as strategic business leader with members of service center leadership team.
Executes the Grainger Service Promise, Performance Drivers and demonstrates, by action, the company Values.
Supervises the day to day activities of a team of hourly employees.
Supports the workforce management plan and staffing requirements to meet customer needs.
Creates a clear direction for employees by effectively communicating initiatives, priorities and
company strategy.
Assists in driving the achievement of key operational metrics in the areas of customer
satisfaction, sales, safety, development, and operational improvements.
Coaches and mentors staff toward achieving established individual and team goals.
Assesses performance and provides frequent, direct, timely and candid feedback to reinforce or
enhance skills or to update employees on their progress toward meeting goals.
May monitor phone transactions as part of Service Observe/Quality Assurance and
provide appropriate feedback to employees.
Facilitates employee on-boarding and on-going training. May designate other team members to
provide training.
Supports continuous improvement by working through others to implement process improvements, by using an A3 methodology.
Under the guidance of a CSM, may participate in the selection and hiring of new
employees.
Under the guidance of a CSM, provides input on performance reviews and may participate in
performance discussions with employees.
Recommends corrective action/counseling and may participate in counseling conversations with
CSM and employee.
Facilitates team interaction and communication.
Plans and implements work schedules to ensure adequate productivity and staffing levels.
Delegates and assigns duties based on workload variance.
Clarifies procedures and job assignment questions for employees.
Continually assesses processes for improvement opportunities. Suggests and implements
changes to enhance defined processes and improve sales and service.
Models superior selling skills and executes the Service Promise to influence customer buying
decisions. Utilizes sound judgment and best practices to resolve complex customer concerns.
Shares product information and services capabilities and assists with problem resolution.
Fosters open communication between sellers and team.
Maintains open communication with CSM to address any issues requiring additional
management intervention. Escalates issues when appropriate.
Works with key process owners to develop strategic improvement plans.
May be a process owner for company initiatives and projects.
Serves as the on site or virtual manager on duty in the absence of the CSM.
Works to serve customers through a number of different channels as business volumes dictate.
May take and respond to after hours emergency customer calls.
Position Requirements
High school diploma or equivalent; Bachelor's degree preferred.
Minimum 3 years customer service and sales experience.
2-3 years of supervisory experience in a customer service environment preferred.
Passion for customer service, sales and people development with an ability to energize others.
Good interpersonal, communication and relationship building skills with internal team members
and external customers.
Ability to adapt to shifting demands and competing priorities.
Strong problem solving, organizational and decision-making skills with the ability to drive results.
Ability to understand and articulate the vision to all employees.
Ability to delegate.
Ability to train people on processes, procedures, compliance and product knowledge.
Demonstrated competence in the use of computers and software applications including SAP.
Experience with eProcurement technologies strongly preferred.
Grainger is an equal opportunity employerEstimated Salary: $20 to $28 per hour based on qualifications.
Grainger
Position Description
Under the general direction of the CSM, the Team Lead supervises the daily operations of the service center to ensure that tactical plans are implemented to maximize sales and provide the highest levels of customer service. Models the Grainger Service Promise. Will assist in driving company initiatives and results. Creates and promotes an environment where employees are empowered, engaged and committed to the success of the company. Acts as strategic business leader with members of service center leadership team.
Executes the Grainger Service Promise, Performance Drivers and demonstrates, by action, the company Values.
Supervises the day to day activities of a team of hourly employees.
Supports the workforce management plan and staffing requirements to meet customer needs.
Creates a clear direction for employees by effectively communicating initiatives, priorities and
company strategy.
Assists in driving the achievement of key operational metrics in the areas of customer
satisfaction, sales, safety, development, and operational improvements.
Coaches and mentors staff toward achieving established individual and team goals.
Assesses performance and provides frequent, direct, timely and candid feedback to reinforce or
enhance skills or to update employees on their progress toward meeting goals.
May monitor phone transactions as part of Service Observe/Quality Assurance and
provide appropriate feedback to employees.
Facilitates employee on-boarding and on-going training. May designate other team members to
provide training.
Supports continuous improvement by working through others to implement process improvements, by using an A3 methodology.
Under the guidance of a CSM, may participate in the selection and hiring of new
employees.
Under the guidance of a CSM, provides input on performance reviews and may participate in
performance discussions with employees.
Recommends corrective action/counseling and may participate in counseling conversations with
CSM and employee.
Facilitates team interaction and communication.
Plans and implements work schedules to ensure adequate productivity and staffing levels.
Delegates and assigns duties based on workload variance.
Clarifies procedures and job assignment questions for employees.
Continually assesses processes for improvement opportunities. Suggests and implements
changes to enhance defined processes and improve sales and service.
Models superior selling skills and executes the Service Promise to influence customer buying
decisions. Utilizes sound judgment and best practices to resolve complex customer concerns.
Shares product information and services capabilities and assists with problem resolution.
Fosters open communication between sellers and team.
Maintains open communication with CSM to address any issues requiring additional
management intervention. Escalates issues when appropriate.
Works with key process owners to develop strategic improvement plans.
May be a process owner for company initiatives and projects.
Serves as the on site or virtual manager on duty in the absence of the CSM.
Works to serve customers through a number of different channels as business volumes dictate.
May take and respond to after hours emergency customer calls.
Position Requirements
High school diploma or equivalent; Bachelor's degree preferred.
Minimum 3 years customer service and sales experience.
2-3 years of supervisory experience in a customer service environment preferred.
Passion for customer service, sales and people development with an ability to energize others.
Good interpersonal, communication and relationship building skills with internal team members
and external customers.
Ability to adapt to shifting demands and competing priorities.
Strong problem solving, organizational and decision-making skills with the ability to drive results.
Ability to understand and articulate the vision to all employees.
Ability to delegate.
Ability to train people on processes, procedures, compliance and product knowledge.
Demonstrated competence in the use of computers and software applications including SAP.
Experience with eProcurement technologies strongly preferred.
Grainger is an equal opportunity employerEstimated Salary: $20 to $28 per hour based on qualifications.
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